Mastering the Art of Communication

Overview

Communication is best judged by the effect it has on others, the impact it generates and the results it achieves. This hands-on course focuses on all of these critical elements, allowing delegates to leave the course with a clear plan of how to improve their communication skills, enabling them to achieve the right results.
This challenging, practical and insightful two-day course explores the techniques required for you to achieve positive results through your interaction with others. Altogether a better way in which to communicate! You will leave the course with a personal action plan identifying the key changes to make and skills to practise to build your self-confidence and improve your communication techniques. You will also take away tips, techniques and templates to support you in implementing your communication skills back in the workplace

Objectives

  • Engage with others and understand the impact you have on them.
  • Deliver the image you want to portray.
  • Identify different communication styles in action and flex your style to influence others.
  • Convey your message clearly, concisely and assertively, and ensure you have understood the message others are conveying to you.
  • Recognise how behaviours impact the effectiveness of communication and select the most appropriate behaviour to the situation.

Course Outline

What is Effective Communication?

  • Clarifying how you wish to portray yourself
  • Exploring how you are perceived by others (personal assessment/feedback)
  • Understanding and softening different perceptions and communication barriers
  • Exploring styles of communication and experimenting with different styles

Assessing Relative Difference

  • How to identify hidden emotions and messages through observation
  • Tackling difficult behaviour – effecting a change
  • How to deliver difficult messages and maintain the relationship
  • Recognising different behaviours and choosing an appropriate, professional response

Building Rapport – Creating a Productive Relationship

  • Use of questioning – softening the barriers, using the right approach
  • Listening – what to listen for, how to discern acceptance or resistance
  • Listening to understand and not just to respond – focus on active listening

How to Influence Others

  • Requirements and process for moving someone from an entrenched position
  • Using and controlling your emotions through words, sounds and presence to create impact
  • Handling difficult situations and delivering difficult messages

Communicating and Presenting a Positive Image

  • Meetings – getting heard, being taken seriously, taking control, getting a decision
  • Responding to others’ ideas – sharing understanding, support and appreciation
  • Understanding the relative impact of phraseology